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By Natalí Valle
As businesses grow, so does the demand for effective IT management. One crucial role in this area is the service desk manager, a position that ensures IT support runs smoothly while meeting organizational goals.
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By Ignacio Graglia
A well-defined Project Management process helps IT teams keep their projects on track, ensuring that objectives are met, resources are efficiently allocated, and any potential risks are mitigated. From improving collaboration to streamlining workflows, a robust process ensures that everyone is aligned, and work progresses smoothly.
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By Natalí Valle
Finding the right service desk software for a small business might seem challenging at first, but it's worth the effort. Small businesses increasingly rely on efficient IT systems to manage customer support, track incidents, and ensure smooth workflows. 91% of service teams note that having a help desk system increases their productivity. If you’re searching for software that fits your organization’s size, budget, and unique needs, this guide is for you.
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By Natalí Valle
Managing IT support can quickly become overwhelming as businesses scale, especially when tickets pile up faster than your team can resolve them. Automated ticketing systems are a powerful way to organize and address incoming requests efficiently. Did you know that 90% of customers expect immediate response times? According to a survey by Hubspot, customers deem an “immediate” response to support issues to be around 10 minutes.
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By Natalí Valle
Managing IT issues often begins with a single trouble ticket —an entry that logs a user’s problem or request. While you might also hear it referred to as a support ticket, service request, or incident report, the concept remains the same: a structured way to track and resolve technical needs. Imagine a team juggling dozens of incoming emails, phone calls, and chat messages about system outages or software glitches. Staying organized can quickly become overwhelming.
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By Ignacio Graglia
What’s the first thing that comes to mind when you hear AI? Excitement? Fear? An image of robots taking over? Or perhaps it’s just the subtle hope that technology will finally take some of the repetitive work off your plate. Either way, it’s hard to ignore the conversations surrounding the future of AI in IT and its potential to reshape the way we work.
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By Natalí Valle
When IT support teams have a great ticket management process, users get faster resolutions, and organizations minimize downtime. However, if you’re not following best practices for ticket handling, the process often comes with challenges: backlogs, miscommunication, or delays in prioritizing issues.
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By Natalí Valle
When employees need answers quickly, hunting through multiple platforms for the right information can be frustrating. That’s why connecting your company’s knowledge base to Teams is such a valuable move. Microsoft Teams is already the central hub for many organizations, so integrating your knowledge base simplifies access to information, streamlines support, and strengthens your omnichannel strategy. But how does this work in practice?
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By Natalí Valle
There are many reasons for implementing a knowledge base in HR. An effective knowledge base gives employees and HR teams quick access to policies, procedures, and answers to common questions, fostering smoother operations across the board. Why invest in an HR knowledge base? For one, it supports broader Knowledge Management efforts that can make a real impact on your organization. According to Gallup, the cost of replacing an employee can run between 50% to 200% of their annual salary.
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By Natalí Valle
Are you looking to create a knowledge base? You don’t know where to start? Well, let me tell you that you’re in the right place. A knowledge base (KB) is a central tool within the scope of Knowledge Management. It can be a game-changer if you’re looking to improve self-service support, reduce repetitive support tickets and questions, and improve overall information sharing among employees.
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By InvGate
In this video, we'll explore the essential strategies and best practices to help you unlock the full potential of your organization's knowledge assets.
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By InvGate
Help desk activities involve so many manual tasks that the job can quickly become tedious — leading to human error and high turnover. Service desk automation helps you avoid all that and allows IT support teams to focus on more complex and critical tasks. Some of the benefits that well-implemented automation can bring you include: Explore ten InvGate Service Management automation ideas in this video and boost your support efficiency!
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By InvGate
Human Resources is responsible for various functions within an organization, from hiring and onboarding to benefits and payroll. Therefore, it's the perfect area to start an ESM rollout. You can expand ITSM software to other company areas — contributing to their digital transformation and sharing some costs in the middle! The best part? You can build an HR ticketing system in under 10 minutes with InvGate Service Desk!
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By InvGate
Automated ticket routing is a great way to boost your customer support. This video breaks down three essential rules for implementing an efficient ticket assignment process. Learn the benefits of automatic ticket assignment, understand what ticket routing is, and explore how to create effective ticket assignment rules.
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By InvGate
Service desk Standard Operating Procedures (SOPs) are a great way to systematize working practices and lead to a more consistent experience for agents and end-users. Done well, they can be used to build up a solid knowledge base for your technical teams, which will improve response times, fix rates, and customer satisfaction. See how to create standard operating procedures for your service desk in this video, and get ready to improve IT support's quality, accuracy, and efficiency!
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By InvGate
Learn all about Total Cost of Ownership (TCO) in this concise guide. Understand why TCO matters and how it impacts your decisions. Learn the simple formula and calculate TCO.
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By InvGate
The knowledge base is an essential part of IT support self-service options, right next to the service catalog and the self-service portal. With a solid knowledge base, you can significantly reduce the number of tickets submitted to the help desk since you allow end-users to solve problems by themselves. In addition, if you set them as private, you can create an internal knowledge base for your agents to set up standard operating procedures and help them troubleshoot issues.
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From SME to large enterprises, InvGate improves IT support efficiency and customer experience with an integrated Service and Asset Management platform.
InvGate Insight, InvGate Manage, and InvGate Service are complementary IT management offerings designed to simplify and make life at work easier. Whether you need to offer IT support, to manage IT services, to manage IT assets, or all three, InvGate is here to help.
It’s our mission to help our customers help their customers, through solutions designed to optimize service delivery and support across all areas of business. Our technology is driven by customer needs – where ITSM and ITAM best practices meet these needs in a practical and affordable way.
Our Products:
- InvGate Service Desk: Improve IT operations through workflow, automation, knowledge management, self-service, and advanced analytics capabilities.
- InvGate Insight: Bring together asset data and information from across all of your organization´s technology domains.
- InvGate Assets: Track and manage all IT hardware and software assets in a centralized and automated way.
Your Gateway For Better IT.